SUSANT KUMAR SWAIN
Cuttack
Summary
Seasoned Service Operations and Business Development Professional with over 19 years of progressive experience in managing service delivery, driving operational excellence, and enhancing customer satisfaction across leading consumer electronics and home appliance brands. Adept at supervising multi-location teams, ensuring adherence to service SLAs/TAT, and implementing robust customer relationship management strategies. Proven expertise in business development, revenue growth, and inventory control, complemented by strong technical acumen in electronics and telecommunication systems. Recognized for building high-performing teams, streamlining processes, and delivering measurable results in competitive market environments.
Overview
20
20
years of professional experience
Work History
Assistant Officer
Eureka Forbes Ltd.
06.2022 - Current
- Enforced strict adherence to 1hr, 4hrs, and 24hrs TAT standards across Authorized Service Canters (ASCs) to ensure service excellence.
- Spearhead business growth through targeted development strategies and deep market engagement.
- Streamline dealer and distributor stock management to optimize inventory accuracy and operational flow.
Senior Team Supervisor
Eureka Forbes Ltd.
01.2018 - 04.2018
- Directed multi-location service operations, consistently meeting stringent 5hrs and 24hrs TAT benchmarks.
- Resolved high-priority service escalations, significantly boosting customer satisfaction scores.
- Optimized dealer and distributor inventory processes, contributing to consistent revenue growth.
Service Officer
Kent RO Ltd.
07.2014 - 12.2017
- Supervised and enhanced ASC performance to deliver superior customer service experiences.
- Compiled and delivered precise daily operational performance reports to the head office for strategic decision-making.
Direct Service Engineer
Videocon & Sansui
08.2013 - 07.2014
- Delivered expert service support to dealers and distributors through scheduled ASC visits, reducing service turnaround times.
Branch Service Manager
LG Customer Care Nayagarh (Sat Nilachal Service)
11.2011 - 07.2013
- Led a 12-member technical team, ensuring seamless IW/OW service delivery for a diverse product range.
- Conducted structured weekly reviews and assigned daily tasks to maintain team efficiency and accountability.
Service Engineer
LG Customer Care Nayagarh (Miracle Service)
01.2011 - 10.2011
Service Engineer
Sanyo/BPL Customer Care
01.2007 - 12.2009
Service Engineer
Haier (Raj Refrigeration)
01.2006 - 12.2007
Education
B.Tech - Electronics & Telecommunication Engineering
Roland Institute of Technology
Berhampur01.2021
Diploma - Electronics & Telecommunication Engineering
Sanjaya Memorial Institute of Technology (SMIT)
Ankushpur, Ganjam01.2005
Bachelor’s Degree - Economics
Utkal University
01.2001
Skills
Service Operations Management
Timeline
Assistant Officer
Eureka Forbes Ltd.
06.2022 - Current
Senior Team Supervisor
Eureka Forbes Ltd.
01.2018 - 04.2018
Service Officer
Kent RO Ltd.
07.2014 - 12.2017
Direct Service Engineer
Videocon & Sansui
08.2013 - 07.2014
Branch Service Manager
LG Customer Care Nayagarh (Sat Nilachal Service)
11.2011 - 07.2013
Service Engineer
LG Customer Care Nayagarh (Miracle Service)
01.2011 - 10.2011
Service Engineer
Sanyo/BPL Customer Care
01.2007 - 12.2009
Service Engineer
Haier (Raj Refrigeration)
01.2006 - 12.2007
Diploma - Electronics & Telecommunication Engineering
Sanjaya Memorial Institute of Technology (SMIT)
Bachelor’s Degree - Economics
Utkal University
B.Tech - Electronics & Telecommunication Engineering
Roland Institute of Technology